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Targeting Life, Annuities and Pensions BPO Services

Market Analysis

by NelsonHall Analyst

published on Jul 30, 2013

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Report Overview:

NelsonHall's market analysis of the Life, Annuities and Pensions Outsourcing industry and LA&P BPO trends consists of 75 pages.

The LA&P BPO market has an estimated global value of $2.6bn and is expected to grow at a rate of 9.2% CAAGR through to 2017.

Growth will be led by EMEA with an estimated CAAGR of 9.2%, driven specifically by Continental Europe.

Who is this Report for:

NelsonHall's "Targeting Life, Annuities and Pensions BPO Services" report is a comprehensive market assessment report designed for:

  • Sourcing managers investigating sourcing developments within life, annuities, investments and pensions outsourcing
  • Vendor marketing, sales and business managers developing strategies to target BPO service opportunities within life, annuities, investments and pensions outsourcing
  • Financial analysts and investors specializing in the IT services and BPO sector, including life, annuities, investments and pensions outsourcing.

Scope of this Report:

The report analyzes the worldwide market for life, annuities, investments and pensions outsourcing (LA&P BPO) and addresses the following questions:

  • What is the market size and projected growth for the global LA&P BPO market by geography?
  • What is the profile of activity in the global LA&P BPO market by industry sector?
  • What are the top drivers for adoption of LA&P BPO?
  • What are the benefits currently achieved by users of LA&P BPO?
  • What factors are inhibiting user adoption of LA&P BPO?
  • What pricing mechanisms are typically used within LA&P BPO and how is this changing?
  • Who are the leading LA&P BPO vendors globally and by geography?
  • What combination of services is typically provided within LA&P BPO contracts and what new services are being added?
  • What is the current pattern of delivery location used for LA&P BPO services and how is this changing?
  • What services are delivered from onshore and which from offshore?
  • What are the challenges and success factors within LA&P BPO?

Key Findings & Highlights:

NelsonHall's market analysis of the Life, Annuities and Pensions Outsourcing industry and LA&P BPO trends consists of 75 pages.

NelsonHall has segmented the LA&P BPO industry into three areas:

  • 'Speed-to-market'
  • 'Customer service enhancement'
  • 'Legacy policy cost reduction'.

The LA&P BPO market is currently led by the 'legacy policy cost reduction' segment, however, this is set to see the slowest growth, and 'speed-to-market' will grow the most through 2017 as vendors seek to differentiate and develop innovative products to take to market at speed.

  • Typical benefits sought across all segments include:
  • Improvements in turnaround time
  • Improvements in cycle time
  • Low operating costs over the life of the contract.

In the closed-block space, LA&P BPO reduces policy admin costs and levels of attrition; while in open blocks, LA&P BPO will increase exposure and reduce cost of new market entry.

In terms of offerings, LA&P BPO continues to focus on customer services, policy maintenance and claims processing. In-line with identified customer requirements, the most commonly-offered services are policy administration, claims management and new business processing.

Within open blocks, the ability to offer straight-through processing (STP), so that data is captured once only at the point of sale, is a key offering for outsourcing vendors.

Increasing offshore delivery of non-customer-facing processes is taking place among LA&P BPO vendors, principally out of India and Manila. India remains the preferred offshore delivery location with all offshoring vendors using this geography from which to serve LA&P BPO clients.

The U.K. and U.S. remain the key LA&P BPO markets, with the emergence of LA&P BPO in continental Europe and APAC. The U.S., in particular, is a core target market for vendors, but the U.K. will see a decrease in sales emphasis, especially in the closed-block space.

Having identified target geographies, vendors are now looking at ways to capitalize on the opportunities within them: predominantly through technology augmentation and enhancements.

Table of contents:

Table of contents:

  • 1. Introduction
  • 2. Changing Shape of the LA&P BPO Markets
  • 3. Customer Requirements
  • 4. Market Size and Growth
  • 5. Vendor Market Shares
  • 6. Vendor Offerings
  • 7. Vendor Delivery
  • 8. Vendor Targeting
  • 9. Critical Success Factors
  • 10. Appendix - Vendors Researched

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